Customer claims shirt ripped

I sent out a shirt that was not ripped. The person got it on the 21st and i usually wait a couple of days before i send feedback. Pretty much as soon as i sent feedback, i got email from him saying he wore the shirt yesterday to work and looked in the mirror and it was ripped. I sent him a message that it wasn't ripped when i packed it and asked if the package was intact as it is insured by the usps and sent him a link to how to file a claim. Do you think i handled that correctly?

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